Session 4 Smartphone Guest Service

Definition of a smartphone

A smartphone is a mobile phone like a kind of a little computer. With a mobile phone we can only call and write text messages. With a smartphone, we can much more as for example do Internet research, have several mobile applications (games, financial app, newspaper, etc.), write documents (Microsoft word, Google docs), read our emails, take pictures, etc.

Mobile Guest Service

2 major hospitality brands Marriott Hotels Launch in August 2011 The Marriott Mobile

Application “The Perfect Travel Companion“

Possibility to directly book a room

Access to the Marriott Rewards account

Check In and check out via the mobile app

24h/24 service with chatbot for customer requests

Key room on mobile, we can directly open our room with our mobile

Marriott Mobile Request App - Video

Accor Hotels Launch in 2015 Accor Hotels mobile application

Express booking (every brands of the group are available) City guide to download for more than 70 destinations Travel assistant with inforation about itinerary, flights, trains, etc. Services for customers: booking for spa, restaurants, room service, etc. Newspaper available (ex: Financial Time) Club Accor Hotels account available Online check in and check out

Accor Hotels App Presentation - Video

Comparison between Marriott and Accor Hotels applications

Both of these mobile applications are availables on the Apple Store and on Google Play. The Marriott app is available too on Microsof system.

Both brands equally offer the possibility of self check-in and check-out to allow to client to easily lives their trip, to book any service with the chatbot ofMarriott and the Service section of Accor. The advantage of Marriott app is that it allows to the customers to use their mobile phones as key room.

Accor Hotels also offer to its customers some city guides to download according to their destinations. On the other hand, the Accor application do not has a chatbot which is closer of the client.